Lead strategic enterprise customer relationships as a Senior Client Success Manager, advising executives, defining account strategy, driving adoption, retention (GRR/NRR), renewals, expansion, and mentoring CSMs while coordinating cross-functional initiatives to realize measurable business outcomes.
Novara provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Position Description:
The Senior Client Success Manager (Senior CSM) is responsible for leading Novara's most strategic customer relationships by serving as an executive advisor, developing long-term customer strategies, and driving measurable business outcomes that strengthen customer partnerships and accelerate growth.
The Senior CSM partners directly with executive stakeholders to understand organizational priorities, align Novara's solutions to strategic business initiatives, and lead complex adoption, transformation, and value realization efforts across enterprise customers.
Operating with significant autonomy, the Senior CSM shapes customer strategy, influences executive decision-making, leads cross-functional customer initiatives, and serves as the executive quarterback for assigned accounts. This role represents the Voice of the Customer internally while mentoring Client Success Managers and contributing to the evolution of Novara's Customer Success strategy and operating model.
This role carries direct accountability for executive relationship management, strategic account health, Gross Revenue Retention (GRR), Net Revenue Retention (NRR), executive renewal strategy, customer advocacy, and organizational influence.
Responsibilities:
- Develop and maintain executive-level relationships with senior customer stakeholders, serving as a trusted strategic advisor throughout the partnership.
- Define long-term customer success strategies that align Novara's platform capabilities with enterprise business initiatives and measurable organizational outcomes.
- Lead Business Reviews (QBRs/EBRs) that demonstrate executive-level value realization, ROI, strategic recommendations, and business transformation opportunities.
- Drive executive alignment around adoption strategy, organizational change management, customer maturity, and long-term roadmap planning.
- Develop comprehensive account strategies that improve executive engagement, adoption, customer maturity, retention, advocacy, and expansion.
- Anticipate business risks through executive engagement, customer health, product usage, operational metrics, and market awareness, proactively leading mitigation strategies before issues impact customer outcomes.
- Lead complex customer escalations by coordinating executive communications and mobilizing cross-functional resources to resolution.
- Partner strategically with Client Account Executives to shape executive renewal strategies, validate business outcomes, and identify enterprise expansion opportunities.
- Serve as the Voice of the Customer by influencing Product strategy, lifecycle design, digital engagement programs, enablement content, and operational improvements.
- Lead strategic Customer Success initiatives that improve methodologies, lifecycle processes, customer experience, and organizational scalability.
- Mentor Associate Client Success Managers and Client Success Managers through coaching, executive communication development, account strategy, and customer leadership.
- Establish and promote Customer Success best practices across the organization while helping raise the overall capability of the Customer Success team.
- Maintain executive-level account documentation, including strategic Account & Success Plans, stakeholder maps, executive priorities, customer health assessments, business risks, and organizational objectives.
Knowledge, Experience, Requirements:
- 5+ years of Customer Success, Enterprise Account Management, Strategic Account Management, or related SaaS experience.
- Demonstrated success managing enterprise or strategic accounts with executive-level relationships.
- Proven track record improving Gross Revenue Retention (GRR), Net Revenue Retention (NRR), customer adoption, and long-term account growth.
- Experience leading Executive Business Reviews (EBRs), value realization discussions, and executive stakeholder meetings.
- Strong business acumen with the ability to connect customer objectives to measurable business outcomes and ROI.
- Excellent executive communication, presentation, negotiation, and relationship management skills.
- Demonstrated ability to influence without authority across Sales, Product, Support, Professional Services, Marketing, and Executive Leadership.
- Experience developing customer success strategies for complex, multi-stakeholder organizations.
- Strong analytical skills with the ability to interpret customer health, product usage, adoption trends, and business performance metrics.
- Advanced experience with Customer Success platforms, CRM systems, and business intelligence tools (Salesforce preferred; experience with platforms such as Vitally and Pendo is highly desirable).
- Experience in Hazardous Industries or Safety and Risk Management is strongly preferred.
- Bachelor’s degree or equivalent experience preferred.
Success Criteria:
- Consistently deliver industry-leading Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) across Novara's most strategic customer portfolio.
- Shape customer strategy by aligning executive business priorities with measurable customer outcomes and long-term value realization.
- Build executive partnerships that position Novara as a trusted strategic business advisor.
- Demonstrate exceptional executive presence, influencing organizational decision-making and customer transformation initiatives.
- Anticipate and mitigate strategic business risks before they impact customer health, retention, or executive confidence.
- Consistently influence expansion opportunities through strategic planning, executive alignment, and demonstrated business outcomes.
- Lead cross-functional customer initiatives that improve customer experience, operational excellence, and organizational alignment.
- Serve as a recognized thought leader within the Customer Success organization by mentoring colleagues, establishing best practices, and contributing to the evolution of Novara's Customer Success methodology.
- Champion operational excellence through disciplined execution, executive-level account planning, and continuous improvement of Customer Success standards.
Compensation:
Annual Base Salary Range of 75k-85k Plus Quarterly Bonus Opportunity
Annual On Target Earnings Range of 110k-120k
As a growing company, Novara values its employees by supporting them with a full benefits package including Medical, Dental, Vision, Flexible Spending Accounts, PTO, Paid and Floating Holidays, 401k with Company match and immediate vesting, Company-funded Life Insurance, Employee Assistance Programs, and No-cost Mental Health Benefits.
About Novara
Novara provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Novara, a Providence Equity portfolio company, provides safety and operational risk management software that empowers organizations to identify and resolve issues before they become incidents. Through the Flex and Risk Management Center platforms, Novara helps organizations address operational risk proactively by unifying data, increasing workforce engagement, and proactively managing risk. Novara’s combination of training, software, and tools puts people and safety first while protecting critical operations.
Novara launched January 1 2026, as an independent company, a spin-off of the Flex and RMC software businesses formerly part of KPA.
Don’t meet every job requirement? At Novara, we are dedicated to building a diverse, inclusive, and authentic workplace. Studies have shown that women and people of color are less likely to apply unless they meet every requirement. If you’re excited about the role but your past experience doesn’t align perfectly with every qualification, we still encourage you to apply! You might just be the right candidate for this or other roles.
Please note that we may use AI tools to assist in the initial screening of resumes to help identify qualified candidates more efficiently. All decisions are reviewed by a human recruiter, and no hiring determination is made solely by automated means.
Novara is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, and compensation, to all qualified applicants and employees without regard to race, religion, religious dress/grooming, color, ethnicity, sex (including sex stereotyping), sexual orientation, gender identity or gender expression, national origin, ancestry, citizenship status, creed, uniform service member status, military or veteran status, marital status, pregnancy, breast-feeding and/or pregnancy-related conditions, age, protected medical condition, leave status, physical or mental disability, genetic characteristics, or any other legally-protected status in accordance with the requirements of all federal, state and local laws. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
If you need assistance or an accommodation due to a disability, you may contact us at [email protected].
Please see our Candidate Privacy Notice Included Here
Similar Jobs
Security • Cybersecurity
Serve as primary post-sales contact to drive onboarding, adoption, retention, and expansion for industrial cybersecurity customers. Build relationships, define success metrics, manage churn risk, monitor account health, execute success plans, maintain SFDC records, and collaborate with sales, TAMs, services, intelligence, and support.
Top Skills:
Dragos PlatformSfdc (Salesforce)Worldview Threat Intelligence
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
Serve as trusted advisor for federal enterprise customers, drive adoption and value of Moveworks platform, manage onboarding and deployments, translate customer needs into product solutions, gather feedback, and partner cross-functionally to grow engagement and achieve transformational goals.
Top Skills:
Agentic AiLlmsMoveworksServicenow
Artificial Intelligence • Cloud • HR Tech • Information Technology • Productivity • Software • Automation
Manage a portfolio of customers to drive adoption, ensure technical health, and maximize value from ServiceNow. Use and develop Success Plays, create use cases, oversee projects, guide cross-functional teams to resolve escalations, and help customers achieve business outcomes through prescriptive guidance and AI integration.
Top Skills:
AIServicenow
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
